Customer Relationship Management: A Strategic Imperative in the World of E-Business

In order to compete effectively in today's marketplace,
organizations must be customer-focused, not product-focused.
Customer relationship management (CRM) is the way to integrate
this approach throughout an organization. This book covers all
aspects of CRM, including developing a market-oriented strategy,
innovation in products and services, sales and channels
transformation, customer relationship marketing, and customer
care. It shows how CRM links people, process, and technology to
optimize an enterprise's revenue and profits and provide maximum
customer satisfaction.